Case Name :      Improving Customer Service in Sunpharma Pharmacies

Authors :           Katarina Lackova, Michaela Polakova, Joan Winn

Source :             North American Case Research Association (NACRA)

Case ID :            NA0207

Discipline :        Human Resource Management

Case Length :    20 pages

Solution sample availability : YES

Plagiarism : NO (100% Original work)

Sunpharma Group, a chain of pharmacies in Slovakia, had recently come under new ownership, and the new CEO recognized the need for better customer service in order for the company’s expansion strategy to be successful. The company had, as its stated strategic goal, “to be a long time favorite and most in-demand pharmacy renowned for world class professionals, comprehensive services, and individual approach.” Typical pharmacy training only addressed physiological and pharmacological concerns, so it was up to the company to address customer service needs for its pharmacists and technicians. Results from a “mystery shopper” project, which investigated the quality of services in pharmacies in standard situations, highlighted the lack of interpersonal skills among pharmacy staff. This case describes the first steps undertaken by the Human Resources department to analyze work behaviors and identify training needs. The student is asked to design a training program for the company that the HR manager can present to the CEO.